Outbound

Posted on September 05, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience • Employee Engagement • Outbound • People management • Strategy • The Taylor Reach Group • Turnover

Tags: #cctr• #custserv• Agent• Attrition• Colin Taylor• Contact Center Management• Contact Center Strategy• extrovert• Introvert• Operational Management• Strategy• Training

By: Colin Taylor There has been a prevailing wisdom that extroverts make better call center agents for telemarketing or outbound calling. After all they have outgoing personalities, they are more easily motivated and get a rush from success. I have worked with many centers where despite this of the forgoing being true, extroverts don’t perform […]

Posted on May 05, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Outbound • Sales • Technology

Tags: Call Center Consulting• Contact Center Management• Operational Management• Strategy• Taylor Reach Group

Outbound Calling, the ugly duckling of call centers or the key to goose your center revenues? By John Cockerill and Colin Taylor We all know the pressures these days to add revenue, become a profit center versus a cost center in the world of call and contact centers. While there is much talk, noise and […]

Posted on January 17, 2011 in AHT • ASA • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Facts and Figures • FCR • Forecasting- WFM • News • Occupancy • Outbound • People management • Planning • Quality • Research

Tags: AHT• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• FCR• Operational Management• Outbound Calling• Research• service level• Social Media• Strategy• Taylor Reach Group• WFM

“The US Contact Center Decision-Makers’ Guide, 2011”, the major annual report studying the performance, operations, technology and HR aspects of US contact center operations, is now available for download, free of charge. A detailed structured questionnaire was asked to hundreds of contact center managers and directors, and the result is the 4th edition of the […]

Posted on September 02, 2009 in Contact Centre Ops • Outbound

Tags: ADAD• IVR• Outbound Calling

Prerecorded Telemarketing Calls Now Need Written Permission Prerecorded commercial telemarketing calls to consumers are now prohibited by the Federal Trade Commission, unless the marketer has obtained written permission from targets wishing to receive such calls. DM News

Posted on October 29, 2008 in Legislation • Offshoring-Outsourcing • Outbound • Telemarketing

Outbound, Outsourcing and the new world order With the introduction of the Do Not Call (DNC) list most people both within the call and contact centre industry and those outside of it, assumed that this would be the death knell for outbound calling. The DNC eliminated huge volumes of people who you couldn’t phone and […]

Posted on June 20, 2007 in Outbound • Sales

Revenue Model- Profit from Pain One of the biggest challenges facing contact centers today is supporting Managements’ goal to shift the contact center from a cost center to a profit center. This can often be akin to pushing water uphill for Center managers who are under resourced and lack an understanding of the basics associated […]

Posted on May 22, 2007 in Outbound

In much of the literature and industry newsletters focuses on the inbound portion of the call center trade. TRG was recently asked to provide help to someone who was asked to prepare and execute an outbound campaign. Not having done an outbound campaign before he looked for support and advice and found very little. This […]